Customer Success Manager
Zip
full-time
Posted on:
Location Type: Hybrid
Location: Toronto • Canada
Visit company websiteExplore more
About the role
- Define customer business outcomes and partner with our customers to deliver those outcomes on a continuous basis.
- Act as a trusted procurement advisor and thought partner to continuously educate and enable our customers on Zip’s platform and procurement best practices.
- Identify champions and build relationships with key business stakeholders across Procurement, Finance, Legal, IT/Security, and Privacy/Compliance teams.
- Maintain high levels of customer engagement and satisfaction with a focus on customer adoption and loyalty.
- Manage customer health based on data-driven adoption metrics.
- Partner closely with product and engineering to translate business needs and requirements into new solutions for customers, while skillfully managing customer expectations.
- Train and empower customers to be product specialists to become increasingly self-sufficient for their organization.
- Partner with Sales to manage renewals to achieve target NRR.
- Continuously improve Customer Success assets and processes. We’re an early-stage company, we want people who are excited to build and motivated to up-level the status quo!
Requirements
- 5+ years of relevant work experience working in customer-facing customer success, account management, or strategic consulting organization. B2B SaaS experience in a high-paced environment is a benefit.
- Excellent interpersonal skills and ability to establish quick rapport and trust with customers.
- Strong project management skills to manage a dynamic customer portfolio.
- Creative problem solver while being attentive to details.
- Business process-oriented and ability to think about workflow efficiency (e.g. diagrams, conditionally based logic, etc.).
- Proactive team player that is able to identify process gaps and willing to jump in and help wherever needed (company, team, self mentality).
Benefits
- 📈 Start-up equity
- 🦷 Health, vision & dental coverage
- 🍽️ Catered lunches & dinners
- 🚍 Commuter benefit
- 🚠 Team building events & happy hours
- 🌴 Flexible PTO
- 💻 Apple equipment plus home office budget
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
B2B SaaSproject managementdata-driven metricsworkflow efficiencyprocurement best practicescustomer adoptioncustomer engagementcustomer satisfactioncustomer successaccount management
Soft Skills
interpersonal skillsrelationship buildingproblem solvingattention to detailproactive team playercommunicationtrust buildingcreativityadaptabilitycollaboration